The Account Health Score is specifically designed to aggregate various metrics (adoption, support, financials) into a single, visual indicator of an account’s overall health and risk, which is ideal for a high-level view. While dashboards can show data, the Health Score synthesizes it into a meaningful rating.

The Assignment Rules application is the dedicated tool for defining and managing criteria-based assignment logic for records like Cases. It allows you to set conditions (e.g., Account Tier = Enterprise) and specify the assignee (e.g., role: Technical Account Manager) without needing to write code in a Business Rule.

Account Insights can analyze case data, product usage, and other signals to surface trends and potential risks across the customer base. The Health Score can then reflect these insights, alerting the CSM team to accounts that may be experiencing a widespread issue, allowing them to reach out proactively before a surge in cases.

The Contact record’s Timeline is a chronological, visual feed that aggregates all interactions (cases, tasks, activities, notes) associated with that specific contact. It is designed precisely for getting a quick, holistic view of the relationship history from a single page.

Entitlements in CSM define the scope, level, and terms of service a customer is entitled to based on their contract. When applied to a case, it automatically enforces the correct SLAs, support channels, and service availability tied to that specific product module and support tier.

A well-structured, searchable Knowledge Base is the foundational resource for self-service. All other deflection tools (like portal search, chatbot answers, and suggested articles) rely on the quality and availability of knowledge articles. Without this content, deflection mechanisms have nothing to offer the customer.

The ServiceNow CMS allows you to create content (pages, widgets, articles) and apply visibility rules based on user criteria, such as account tier (e.g., ‘Premium’). This enables a single portal to dynamically show or hide sections and content, providing a personalized experience without managing multiple portals.

Report Builder is designed for creating ad-hoc, customized reports with charts, graphs, and precise filters. It allows the CSM to select the Case table, filter by account and date, and choose metrics like count and average, making it ideal for a tailored, presentation-ready analysis for a specific QBR.

A Project record (leveraging PPM capabilities) is designed for complex, cross-functional initiatives with tasks, timelines, resources, and dependencies. It is the most robust tool for managing a structured, phased process like onboarding, providing Gantt charts, task management, and overall progress tracking far beyond a simple checklist or case.

The Account Health Score is specifically designed to aggregate various metrics (adoption, support, financials) into a single, visual indicator of an account’s overall health and risk, which is ideal for a high-level view. While dashboards can show data, the Health Score synthesizes it into a meaningful rating.0